At Forrester, Kate Leggett's recent Blog (read it here) discusses new data that shows "valuing a customer's time is the most important factor in good customer service". Although I obviously don't agree with her premise that the conversation doesn't need to be "delightful", I do find her data and suggestions for improving the efficiency quotient well worth considering.
So with the belief that you can and must have BOTH, here are several examples of representative behavior that deliver both efficient and amazing customer service:
1. Great Listening Skills. Nothing makes a call longer and frustrates a customer more than the need to repeat information. Even worse is when a listening failure results in a representative wasting time researching the wrong issue because they jumped to a solution too fast. Customers are delighted when they believe you are really listening to them!
3. Show empathy. It is profoundly disarming to begin your response to a customer's problem with an empathetic statement. Showing empathy takes all the air out of a customer's frustration and an angry or upset customer will usually soften their tone, slow down and start listening to you. Then you are on to solutions faster! Best of all, your customer now thinks you are amazing because you "got it", you really understood their problem.
What other examples can you share that deliver both Efficient AND Amazing customer service conversations? Please share in the comment section below: